The Housing Ombudsman complaints code requires landlords like MSV to complete and publish a self-assessment against their complaints code every year.
The MSV self-assessment was recently approved by the Board on 13th December 2023.
The self-assessment for 2023 has identified some areas of non-compliance, which we are aiming to address in full by 1st April 2024 when the code becomes statutory. This includes moving to a 2 stage complaint process.
We take all complaints seriously and if customers wish to make a complaint they can contact us by email at: complaints@msvhousing.co.uk, by calling us on: 0161 226 4211 and by completing the form on page 4 of the Have Your Say leaflet.
Customers can contact the Housing Ombudsman directly on 0300 111 3000 or by visiting www.housing-ombudsman.org.uk
MSV’s tenants and leaseholders have a right to access the Housing Ombudsman’s Service.
Making a complaint to the Housing Ombudsman Service can be done:-
- at anytime during the complaints process should you wish
- if MSV’s own complaints policy has been exhausted and you remain unhappy with the response
- or if MSV has not responded to your complaint.
Download MSV's 2023 Self-Assessment Form and find out more at How to Make a Complaint.
